Kia ora!
Every journey matters, especially when something doesn’t go to plan. As a Baggage Claims Specialist, you will play a vital role in restoring trust and confidence for our customers by delivering fair, timely, and customer-centred outcomes when baggage issues occur across our network.
Based at our Auckland Airport Campus, you’ll join our Centralised Baggage Team, part of our wider Customer Care whānau. This role exists to ensure baggage-related claims are handled with empathy, accuracy, and commercial awareness, balancing manaaki for our customers with regulatory, financial, and operational responsibilities. At Air New Zealand, we connect people and places every day, and roles like this make a meaningful difference behind the scenes to how our customers remember their journey.
How you’ll make an impact:
- Assess, investigate, and resolve lost and damaged baggage claims within prescribed timeframes
- Deliver clear, fair, and customer-focused claim outcomes that align with company policy and legislation
- Manage recovery costs associated with baggage mishandling across the network
- Apply sound judgement when reviewing complex or high-value claims
- Work closely with internal stakeholders and existing external suppliers to resolve cases efficiently
- Maintain accurate records and documentation to support compliance and reporting
- Consistently demonstrate Manaaki, even in challenging or emotive customer situations.
What we’re looking for:
- Previous experience using DCS, Baggage Reconciliation, and WorldTracer systems
- Strong attention to detail and a high level of accuracy
- Understanding of relevant legal and regulatory frameworks, including IATA and the Montreal Convention
- Confident, adaptable problem-solving skills with sound decision-making ability
- Excellent written and verbal communication skills
- A proactive, self-starting mindset and a genuine commitment to customer care
- If you bring most of this experience, along with transferable skills and the drive to grow, we’d love to hear from you.
Hours of work:
This is a flexible, shift-based role. You’ll need to be available for rostered shifts and commit to a minimum of 80 hours per fortnight.
What we can offer you:
We want our people to live their best lives and access great benefits that support them both at work and beyond.
- Discounted staff travel for you and your whānau, with access to standby travel on other airlines
- A strong learning culture with on-the-job development and opportunities to grow your career
- FlexiLeave, giving you the option to purchase up to four extra weeks of leave each year
- Access to Koruhealth medical cover and discounted private health insurance options
- A wide range of work perks, from hotel and retail discounts to wellbeing support.
Sounds like you? Apply today and be part of a team that supports customers when it matters most, helping turn disruption into a positive experience through care, fairness, and professionalism.
Applications close 30 January 2026
Additional Information
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
